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Role Purpose
Ensuring the smooth execution of Key Account Servicing strategy for selected accounts in line with the direction of the Key Account Manager and Sales Managers whilst continuously working with customers to identify and incorporate their evolving and emerging needs in Key Account Servicing. Ensuring the smooth execution of Key Account Servicing strategy for selected accounts in line with the direction of the Key Account Manager and Sales Managers whilst continuously working with customers to identify and incorporate their evolving and emerging needs in Key Account Servicing.
Key Responsibilities:
To integrate quality into the business by ensuring that every customer contact is a demonstration of absolute dedication towards providing first time ideal solutions for the satisfaction of customer needs. To implement ISO standards and DHL’s policies and procedures at all times. To ensure awareness of and adherence to all required policies and procedures with the team.
To ensure their scope of work aligns to Center Of Excellence Guidelines, ensuring a fully compliant Center of Excellence at all times.
To ensure high quality in the handling of all customer complaints by ensuring that all complaints are resolved timeously and professionally.
Listen to the voice of the customer to identify and work on improvement areas. This is done in collaboration with other departments through monthly meetings.
Take Ownership of internal communications and provide a single point of contact for the customer.
Update all traces in GEMA every time you receive an update, advising the next logical steps in the case and the time frame to complete these steps as well as stating next customer call back time.
Ensure the relevant sales person is informed on any service failures for their Customers. Regular updates should be given to them until such time that the trace, claim or complaint has been resolved.
Acknowledge all queries within 2 hours of receipt and ensure all customer communication via email is sent using MCT. Personal email addresses should not be used for customer facing communication.
Deliver best in class customer service by fulfilling each customer’s unique needs while adhering to DHL policies
Provide the full suite of customer service offerings (including bookings, enquiries, quotes, supply request, queries) to Key Account customers in addition to customised contracted services (reporting, etc.) as per global KAD Standards
Reporting for customers where applicable as per customer agreement
Prepare quality written correspondences to customers when required to furnish information requested aligned with DHL’s branding style
Pro-active shipment tracking for all Key Accounts on the desk as per customer agreement
Proactively inform customers of shipment delays and potential service failures as per customer agreement
Make joint visits to Key Account customers with sales staff and when necessary solicit feedback to improve service provided to the customers.
Ensure that all traces are escalated when necessary using GEMA as per NTP guidelines and that all traces are resolved within the shortest time possible to the customer’s satisfaction.
Lead and drive customer satisfaction by providing best in class standards with a view towards establishing and maintaining a competitive advantage.
Identify and promote areas with potential for revenue generation to cross sell, up sell services including value added services (e.g. SII, TDD and the use of ESS tools).
Ensure that customer complaints and claims transferred to the customer care team are treated as priority and are resolved to the customer’s satisfaction whilst still acting as single point of contact
Evaluate complaints and escalate any serious issues to the Key Account Supervisor.
Investigate service failures and escalate problems to the relevant service centres or operations supervisors. All complaints with potential legal obligation or financial impact should be formally handed over to the Customer Care team.
Work with Gateway, operations and the DHL network to achieve promised transit times, service levels and other contracted service requirements for the Key Account Customers.
Handle any overflow of calls from the Frontline as per schedule.
Ensure all calls handled are in line with Quality File standards
Take all opportunities to sell Value Added Products and Services
Encourage the submission of sales leads for new business to sales
Approve discounts for customers in line with discounting policy, and taking into account profitability to try and gain the business.
Highlight areas for improvement, with suggested solutions – to improve DHL’s procedures, technology and service to positively enhance customers’ experience with DHL.
Run Monthly/Quarterly Customer Review Decks on their Customer base in order to identify areas of improvement and implement appropriate solutions.
Deal with all escalated customer complaints effectively and efficiently to improve customer satisfaction
Use alternative service recovery options to reduce the cost of service recovery where possible
Take corrective action at a root cause level for each complaint received to try and prevent a recurring event.
Qualifications & Experience Required:
Senior Certificate/Matric (Grade 12) or NQF Equivalent.
Minimum of one year CS experience in the service industry
Good operational knowledge and proven DHL Network knowledge
Excellent communication skills (Business English Written and Oral).
Interpersonal skills
Closing Date: 29 August 2022
Location: Gauteng
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